Customer Support Engineer (remote based - Eastern US)

Are you passionate about solving customer issues? Do you thrive at troubleshooting problems? Love collaborating with colleagues to get to the root cause of issues? If the answer is yes, you are going to find an awesome home at SafetyChain.

SafetyChain Software is looking for a Customer Support Engineer to join our Engineering team as a remote employee. Reporting to Sr. Support Manager, this role will work closely with other colleagues in Engineering (Support, Development), professional services, product to provide expert technical knowledge, support, and troubleshooting for SafetyChain customers using our multi-tenant web-based SaaS application, Mobile Application, and systems integration platforms.

SafetyChain is a B2B Cloud SaaS Platform that helps manufacturers improve yield, maximize productivity, and ensure compliance. Trusted by over 1,500 facilities, SafetyChain is the only complete solution for production, food safety and quality, and supplier compliance. We provide a fast-paced environment with an intentional culture of collaboration and innovation. We value team members who are self-directed leaders who want a flexible, and autonomous work environment. This is a company where your good work will make a difference and be recognized!

What you'll do:

As part of the Engineering Support team, the Customer Support Engineer assists our customers with interesting and challenging technical product issues and helps maintain a high level of satisfaction through outstanding customer service and effective collaboration efforts with our other departments. The success of this role means outstanding customer satisfaction, excellent customer retention rate and potential future sales.

Key responsibilities

• Analyze, troubleshoot, and resolve second level service incidents.
• Execute complex SQL scripts, analyze SQL statements, and perform data analysis for compliance reporting.
• Collaborate with the various teams to ensure that problems are resolved effectively and efficiently.
• Communicate directly with internal and external customers via phone, email or in-person to better understand the issue.
• Track issue progress until resolution.
• Gain an in-depth understanding of application functionality and the business processes supported by these applications.
• Maintain a high level of customer service at all times.
• Contribute to process development and best practice. Look at new ways to improve performance levels and supportability related to data integrity.
• Provide escalation support, monitoring, and resolution.

Our Ideal Candidate

You likely started your career in an entry level or general support role at a large company but are tired of the politics, lack of support or just being a number. Or perhaps you are new out of college looking for a role where you can apply both your technical and personal skills. Here’s a little of what we are looking for:

• 2-3 years’ experience in application support or system analysis/design
• Ability to develop, test, and execute SQL scripts required to extract data for analysis and testing.
• Demonstrated strong analytical acumen to identify, triage, and recommend troubleshooting with software applications.
• Ability to exercise judgment using procedures and practices to determine the appropriate course of action and possess creative problem-solving skills.
• Must have the ability to distinguish low impact from high impact problems with little direction.
• Ability to operate in a fast moving, team oriented, collaborative environment with tight deadlines.
• Willingness to learn and adapt new skills/technology.
• Assumes initiative and ownership of issues and resolutions.
• Focuses on providing exceptional customer service.
• Proven ability to work well in a group, as well as alone and unsupervised.
• Experience with Help Desk or Bug Tracking software.
• Proficient in Microsoft Office Suite of products

Personal Attributes we Value:

• Enthusiastic, self-motivated, self-starter and maintains a positive attitude.
• Ability to multi-task and stay organized in a dynamic work environment.
• Ability to solve problems quickly and completely.
• Exceptional verbal and written communications skills combined with the ability to explain complex ideas to those with limited technical and system knowledge.
• Reliable, flexible, and cooperative.
• Diplomatic and tactful.
• Personable and approachable, with an enthusiastic and motivational nature and an overall passion for excellence.
• Strong level of interpersonal skills to communicate effectively with customers.
• Great listener and patience.

Things that Make the Job Awesome

• Competitive compensation plan
• Opportunity for stock options
• Health benefits
• Vacation
• Flex Schedule
• Work From Home Flexibility
• Fast growing tech company with big opportunity

• Great team and culture!!!!

• Rewarding work that is solving an important problem

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status or any other characteristic protected by law applicable to the state in which you work.